FO - Guest Relations Officer | Nhân Viên CSKH

Reception and First Impression
Greet VIP guests, frequent guests, or special groups with high-standard service.
Assist with quick check-in and check-out procedures, prioritizing a comfortable experience for guests.
Introduce information about hotel amenities, programs, and activities.
Guest Care During Stay
Maintain interaction with guests to listen to their feelings and needs and promptly address any issues that arise.
Send letters/greetings/flowers/gifts on special occasions such as birthdays, anniversaries, etc., according to personalized service regulations and hotel standards.
Monitor special requests from guests and ensure they are fulfilled fully and on time.
Handling Feedback & Complaints
Record all guest feedback with a professional and proactive attitude.
Proactively apologize, propose temporary solutions, and coordinate with relevant departments to resolve issues completely.
Report serious or complex incidents that exceed your authority and handling capacity to your superiors for appropriate and timely action.
Enhancing Customer Experience & Building Relationships
Introduce, advise, and assist in booking hotel services (spa, restaurants, entertainment activities, etc.) to enhance customer experience and satisfaction.
Remember customer names, habits, preferences, etc., to create a friendly and personalized service.
Encourage and advise customers to participate in loyalty programs.
Internal Coordination & Reporting
Act as a liaison between customers and departments such as Housekeeping, Food & Beverage, Engineering, etc., to ensure all requests are met.
Record shift handover logs, summarize feedback, and suggest improvements to service quality.
Assist in monitoring and updating customer loyalty records and CRM data.
Encourage Feedback and Measure Customer Satisfaction
Proactively invite guests to leave reviews on platforms such as Google, TripAdvisor, Book*******, Agoda, Facebook, etc., or conduct internal hotel surveys.
Guide guests on how to leave reviews in the simplest way, while skillfully choosing the appropriate time (when satisfied, at check-out, etc.).
Monitor Satisfaction Indicators on Social Media and OTAs
Regularly monitor guest ratings and comments on online platforms (TripAdvisor, Booking, Agoda, Google, Facebook, etc.).
Compile positive and negative feedback and propose improvement actions to superiors.
Collaborate with the Marketing & Sales department when necessary to publicly respond to important reviews.
Regularly report key metrics: average rating, percentage of positive reviews, and the number of reviews increasing/decreasing weekly/monthly.